Are you trying to find customers for your products or products for your customers? This episode’s guest, Annette Franz, is a Certified Customer Experience Professional (CCXP), author of “Understanding Customers” and founder of CX Journey, a customer experience strategy consulting firm. Annette joins Erik to discuss her latest book, “Built to Win” that uncovers the why, how and what to do in order to build a customer-centric culture that can help your company win. In this episode, you’ll learn... • …why it’s important to know who your customers and what problems are you trying to solve for them • …how to Listen - Feedback and Data • …how to Characterize - Building Personas • …how to Empathize - Journey Mapping 👉 “The Art of Customer Service” is a podcast by Solvemate. You’re being connected… Hello, how can we help you? For top notch customer service insights and advice, just click the play button of “The Art of Customer Service”. Erik Pfannmöller and his guests cover lots of great topics on the subject of customer service industry trends, best practices, tools, techniques and advice. __________________________ ||||| PEOPLE ||||| 🗣 Moderation: Erik Pfannmöller, AI-expert and founder of Solvemate, a leading platform for customer service automation – https://www.linkedin.com/in/erikpfannmoeller/ 👤 Guest: Annette Franz, Author / Founder & CEO of CX Journey Inc. - https://www.linkedin.com/in/annette-franz/ __________________________ ||||| ABOUT SOLVEMATE ||||| 🤖 Solvemate enables brands to deliver quality customer service through meaningful conversations. Our automation platform, powered by smart conversational AI, allows companies to deliver quality customer service, faster. Solvemate is trusted by brands such as On, musicMagpie, and ARMEDANGELS. – https://www.solvemate.com/en/ __________________________ ||||| LINKS ||||| 🚨Annette Franz - Built To Win 🚨 Download our “Beginner’s Guide to Customer Service Chatbots” 🚨 Download our guide on “How to Create a Customer Service Funnel” __________________________ ||||| CHAPTERS ||||| from 00:00 | Introduction to the topic from 05:36 | How can companies understand their customers? from 08:31 | Personas from 13:40 | Empathising with customers from 18:31 | What’s the problem with customer journeys? __________________________ ||||| MORE INFORMATION ||||| To learn more on how customer service automation can help your service teams improve customer and agent satisfaction, visit www.solvemate.com